Alex Delgado
— Senior Designer @ Amazon
Designing Generative AI experiences, Design Systems, and accelerating advertiser self-serve help @ Amazon Ads.
Previously, launched contact center enhancements and financial tools @ Morgan Stanley, and crafted advertising experiences @ both Saatchi & Saatchi and UM Worldwide.
Previously, launched contact center enhancements and financial tools @ Morgan Stanley, and crafted advertising experiences @ both Saatchi & Saatchi and UM Worldwide.
Accelerating conversational LLM launches
Spearheaded the design of Amazon Ads first conversational LLM assistant — Launched an accompanying framework to unify future LLM assistants under one access point.
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+10% resolved cases
The assistant now resolves 10% of cases, removing 50,000 tickets and improving self-service.
1.5min avg handle
Reduced advertiser support handle times from 25 minutes to 1.5 minutes using the assistant.
Improving internal tooling for associates
Leveraged intent matching to automate and accelerate support associate case handling, improving FCR by 10.4% and AHT by 10.1% in under two months.
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+10.4% FCR
The assistant now resolves 10% of cases, removing 50,000 tickets and improving self-service.
+10.1% AHT
Reduced advertiser support handle times from 25 minutes to 1.5 minutes using the assistant.
Updating Amazon Ads design system
In collaboration with my team, we successfully overhauled our design system in just two months, delivering impactful updates that drive efficiency and innovation.
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225,000
Figma component inserts per month.
3000+
Unique documentation visits in 2024.
Accelerating advertiser self-serve help
Advocated for a long-term vision that led to the launch of a new help center and improved in-app help, preventing nearly 20k call center contacts annually.
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-20k contacts
Prevented 20k contacts in the first year.